Customer Oprns Support Rep

General Accountabilities

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• Provide advice to customers relative to new service supply regulations, normal applications of electrical energy such as space and water heating, lighting, ventilation, insulation, motors, controls, etc. and inspection requirements. Discuss their needs and provide information on application and available service programs and assist customer by clarifying and amplifying technical service details at the Customer Operations Centre (COC), by correspondence, telephone, modem, etc. Advise customers and follow up with their contractors on matters relative to Corporate and Utility policies as well as practices and procedures applicable to customer services and equipment.

• Respond effectively to customer inquiries and complaints associated with planned or unplanned service disruptions, emergency situations, forestry work, PCB information, chemical spraying, lighting, electric water and space heating, low or high voltage and power quality issues, television and radio interference, delays in installations of new services and other coordination arrangement concerns relating to COC operations by correspondence, over the telephone, by modem, etc. Determine the nature and significance of the problem, and as circumstances dictate, provide the necessary advice and guidance, attempting to come to a mutually agreeable resolution, or refer to Supervisor, or other appropriate COC/Utility personnel for action. Respond to customer inquiries regarding general billing matters (amount of bill, due date, payment plan options, etc.) and refer billing correction issues and payment/deposit negotiations to appropriate Utility billing personnel. Update customer data including phone numbers, addresses, customer and meter reading memos, and forward name, billing class and billing plan changes to Utility billing personnel. Respond to inquiries as required from external organizations such as contractors, government agencies (e.g. Ministry of Labour) and the like, providing information relevant to: the ize/rating of electrical equipment, clearances, voltage of lines, number of customers which "feed" off a circuit, status of inspections, location of crews, location of facilities (e.g. road closure information requests, etc.) referencing appropriate resources (e.g. Utility maps, computerized data, schedules etc.) where necessary. Refer more complex technical problems or issues associated with policy, procedures or interpretation of same, which are considered beyond the scope of the job responsibilities, to Supervisor or other appropriate COC personnel for resolution. Operate, including opening and turning over to night service, the COC telephone and/or switchboard.

• Monitor location of designated COC personnel on a daily basis. Respond to telephone inquiries and trouble calls, attempt to identify source of problem and determine location of caller, utilizing appropriate resources (i.e. maps, schedule boards, computerized data, etc.). Relay information to crews on a priority basis and upon the availability and proximity of crews. Refer major service disruptions, emergencies and the like to Supervisor or designate, to generate further action. As directed, determine customers affected by planned service interruptions to service and notify customers individually or through the use of computerized systems. Be required to assist in answering phones and performing similar tasks during after hours, as required by emergency situations such as storms, distribution/transmission system problems, etc.

• Respond to customer/contractor inquiries relative to new services, service upgrades, cable locates, water heater installations and repairs etc. as well as work covered under the Utility's competitive contracting policies. Obtain property description and location on COC maps from new customer or via access to customer system for hard copy of existing customer data. Arrange for designated or approved outside contractors to do maintenance work on/installations of water heaters. Discuss customer/contractor plans for the property and advise of service types, service classes and of service options available as well as the COC's competitive pricing options as appropriate. Have appropriate requests for work/contracts signed and arrange for/take payment and forward to Utility Finance Department. Retain postdated cheques on manual or computerized file or forward to appropriate personnel as required. Explain appropriate policies and procedures (service disconnect/reconnect etc.) complete with all required information (e.g. billing data, inspection guides, procedures, etc.). Prepare appropriate forms/documentation (request for service layout etc.). Set date for customer/contractor to meet with field personnel. Respond to customer inquiries on the schedule date for work completion/service connection.

• Operate an on-line computer terminal as required, to utilize databases related to system programs as required to: record, update, load and unload, and report statistical information associated with schedules, estimates, man-hours, distribution system, outages, Electronic Recording AMP Meter (ERA)/Electronic Recording Volt Meter (ERV) units, hand held metering units, work affecting customers and other necessary details. Monitor, input, update, and extract data, using computer application programs, ensuring that accuracy and timeliness are maintained. Receive staking data such as timesheets, sketches, work instructions and the like from technicians or others, and interpret or disseminate for interpretation, as appropriate, assembling and adjusting same appropriately for entry into computerized systems to produce estimate detail sheets, material lists, work schedules and the like, as required. Check statistical computations, ensuring that current statistics are maintained and consistent with the changes in the job data as provided by COC personnel. Utilizing standalone computer programs, input, update, and extract data associated with transport and work equipment (T&WE), maintenance, PCB storage, etc. from data maintained by self or obtained from others. Produce reports as required/scheduled. Provide a service to back up the local area network (LAN) system through changing tapes and monitoring system etc. Assist COC personnel by contacting appropriate resource people with regards to system/equipment malfunctions, reporting of same or providing clarification of operating instructions as necessary. As instructed by resource personnel, carry out remedial actions in order to attempt to clear fault. Refer to Supervisor or designate for direction or resolution where response to corrective measures is unproductive.

• Utilizing computerized system programs, and based upon a variety of data received from field personnel and others, generate estimated costs for damage claims, 032's (recoverables) competitive pricing contracts, maintenance and capital jobs (betterments, etc.) and group work orders/work requests Work Order (WOs), instruction orders. Ensure accuracy and integrity of data. Prepare final sketches for line construction jobs based on rough sketches made in the field by other staff.

• Screen completed and in progress work reports, (i.e. accomplishments) received from crews, obtain appropriate data from others as required, and input as the job progresses into computerized systems to generate changes such as, corrections to compatible units regarding original estimates associated with WOs, as well as non-estimated jobs. Complete and input Failure and Interruption Reporting Systems (FAIRS) sheets etc. for planned interruptions. Receive and check input sheets from lines staff. Refer to an established listing for switches and number of customers and input data using Area Work Management System (AWMS), ensuring accuracy and completeness of same. File and retrieve FAIRS sheets/data as required.

• Monitor and process WO variances. Follow up on WOs requiring variance explanations. Screen reasons/explanations for variance via reference to WOs or layouts, and input to compute to finalize work requests. In the case of a major variance, refer to appropriate source to acquire necessary information (i.e. details not reported).

• Monitor work requests for appropriate hours including elapsed and direct, check plant units for balancing. Identify discrepancies and execute adjustments as required to balance or obtain correct information from stockkeeper to balance units. As directed by Supervisor, liaise with stockkeeper in ensuring WO balances, scheduling jobs, inputting stock Material Activity Movement (MAM) dates to obtain issues for upcoming jobs in order to facilitate the acquisition of materials by the stockkeeper. Close work requests/instruction orders, damage claims, 032's and reconcile variances within the Customer Operations Manager's (COM) signing authority. Prepare data in the required format and submit variances beyond COM authority to the Utility for approval. Collect and input data to a computerized closing system via a computer terminal as instructed by Supervisor.

• Perform all clerical functions associated with line extensions, subdivisions, and competitive pricing contract work. Discuss service needs, cost estimates, contract forms, payment arrangements and competitive pricing practices with customer or contractor. Obtain and record information needed to plan extension or other contracted for work etc. Initiate file, prepare necessary forms, update local records, arrange for/take payment, arrange for staking, layout or other field work to be done, and calculate/recalculate data related to density requirements, capital contributions, refund, contract cost etc. When field reports are completed, prepare appropriate forms to authorize work and forward for approvals. When approved, update local records and prepare forms for work scheduling and construction. When work is completed, perform closing out routine consisting of checking to see customer payment arrangements are fulfilled and prepare forms and/or reports required to complete and record work. During this process, contact customer as required.

• Perform a variety of clerical activities associated with the handling of cash transactions in accordance with established policies, practices and procedures, using various manual, local and Corporate computerized systems. Forward payments received at the counter and through the mail, stores purchases, deposits for guarantee payments, electrical inspection, temporary services, competitive pricing contracts, etc. and forward to Finance Department. Notify appropriate personnel including other Utilities when delinquent account payments are received. Maintain security of cash, receipts, safe and COC night deposit box. Refer to Supervisor or others as necessary on doubtful aspects of work matters, such as obtaining clarification or required approvals.

• Make appropriate arrangements with service personnel for repair, servicing and/or inspection of transport and work equipment and/or radio apparatus at garages, yard or job sites, as necessary. Maintain all records associated with T&WE, and inform appropriate personnel of required maintenance in order to schedule inspections/repairs of vehicles/equipment as required based upon reference to records, information received from Supervisor, annual/bi-annual schedule dates and/or requests for emergency repair/service.

• Maintain and issue purchase order (PO) numbers for material and services. Prepare requisitions for outside services and purchases as directed by Supervisor. Process, check and verify invoices, including Credit Card statements, assign proper account distribution and journalize account distribution inputting information via a computer terminal. Forward to appropriate source for approval and assurance of payment. In the case of fleet invoices, deal directly with contractors and verify same and obtain supervisory approval. Maintain T&WE fleet files.

• Process (print, distribute, check, record data, complete and forward for signature as required) daily time sheets, work equipment reports and such including vehicle mileage, time codes, allowance codes, sick time, major absence forms, Form 7's, weekly time exceptions, job completions, trees pruned and removed etc. manually or through computerized systems. Translate field data into the required format (e.g. compatible units) for inputting to various reporting systems. Be required to input work standards and/or accomplishment units to various reporting systems via a computer terminal. Receive data and update records such as Instrument Transformer Data, switch lists, phase/field changes, customer information system, and forward to other staff for further processing as required. Receive expense reports from staff, verify entitlement (e.g. mileage, safety boots, etc.) check calculations, assign charge numbers and forward to Supervisor for further action.

• Make arrangements for telephone, gas, water, and TV cable locates as required by contacting appropriate Utilities and ensuring accuracy of information to forward to staff performing field work. Respond to inquiries from Utilities regarding clearances from plant, determining if further advice should be sought from Supervisor and referring to same as required.

• Support Corporate/Utility policies and programs on energy use, marketing, competitive pricing, sales, conservation and sustainable energy development during customer contacts and when carrying out other direct and indirect contacts with electrical contractors, plumbers, customers, etc.

• Be responsible for all clerical work, report preparation, data assembly, review, summarization, update and maintenance (e.g. customer and equipment records, files, technical manuals, training data, lists of contractors and accommodation facilities, service duty schedule, work protection log, vacation schedules, testing schedules, COC operating log, month end, trouble reports, COC periodic information letters/reports to staff, work plan for budget and work order, documentation for payment of contractor invoices, requisitions for outside purchases, instruction orders, rate schedules, competitive pricing schedules, various pamphlets, technical plans and drawings, work order and invoice preparation, customer service orders, New Contract Orders, damage claim detail, and preparation of specialized maps to accompany orders etc. as directed by Supervisor. Obtain the necessary information for reports from COC/Utility personnel or external sources, as appropriate.

• Update manually or electronically (e.g. Viewbase etc.) Distribution Record (Operating) maps based on staking data including raw sketches, layouts etc. indicating location of switches, transformers, poles etc. on completion of jobs, and maintain storage and/or ensure display of current distribution system changes and conditions. Plot all new customers on appropriate sections of map(s), verifying information (e.g. switch, transformer) is correct. Forward locally updated maps to appropriate individuals for review and adjustment of Utility master maps. Where incorrect, bring to attention of appropriate staff. Issue Equipment Identification numbers for switches, transformers, instruction orders, etc. as required/requested.

• Be required to check transformer loading from periodic computer reports and kilo-watt hours (kWh) data. Identify units needing replacement. Bring to Supervisor's attention and prepare instruction orders/work requests for replacements as necessary.

• Be responsible for maintaining and dispensing of petty cash fund. Be required to balance fund, reconcile variances and ensure replenishment of same.

• Assist Supervisor in carrying out the activities associated with the budget preparation via assembling data, reconciling variances, processing detailed cost statements, quarterly reviews and the like. Collect and tabulate cost and labour data, as assigned.

• Perform a variety of clerical/administrative tasks including:◦typing service as assigned

  • mail sorting, pick-up and delivery

  • maintenance of and filing in COC filing system

  • assisting with clerical processing of joint use data

  • preparing/processing of billing authorizations and permits from data supplied

  • processing and maintaining records

  • making travel arrangements for COC personnel.

  • maintaining stationery stock, issuing equipment and assisting in stock inventory and receipt.

• Perform other duties as required.

Selection Criteria

Education:

• Requires a knowledge of mathematics to prepare data for estimates and variances, perform associated computations, assist in budget preparation, process information associated with time/allowance codes, time and account distributions and the like.

• Requires a basic knowledge of electrical theory and practices to prepare various reports, instruction orders, etc. for the installation and maintenance of electrical equipment, to understand and utilize staking data, and to assist in emergency situations.

• Requires a knowledge of computer operation (including keyboard skills) and data processing to utilize system and standalone computer application programs for the production of various tables, reports and other similar representations, and for inputting, extracting and updating data.

• Requires a knowledge of English to facilitate verbal and written communication with regards to responding effectively to inquiries, trouble calls, concerns, to provide advice and guidance, to compile, summarize, prepare reports and other associated documentation, as well as to relay messages or instructions between base and field locations. This knowledge is considered to be normally acquired either through the successful completion of Grade XII in a Secondary, Commercial or Technical School or by having the equivalent level of education.

Experience:

• Requires general office experience to appreciate and become familiar with cost and account distribution, the various forms used, file management, the operation of a variety of office/automated equipment and other clerical/administrative processes.

• Requires experience to become familiar with possible causes/solutions, regarding customer problems in relation to power supply, and to determine the probable switch location to restore power using customer information systems and maps.

• Requires the ability to deal with queries and complaints from the public and other parties in an efficient and competent manner.

• Requires experience relevant to area lines, forestry and customer service work to become familiar with technical terminology, equipment and materials employed, and to understand the nature of the work performed, the contacts involved, the importance of accuracy and adherence to schedules, in order to facilitate operational efficiency and optimum service.

• Requires experience to interpret staking data including work instructions from technicians and the ability to prepare final sketches for line construction jobs based on rough sketches submitted by field staff. A period of up to 6 years is considered necessary to gain this experience. A period of up to six years is considered necessary to gain this experience.